When you call 800-WACHOVIA and choose to speak to a live person about a refund, the representatives you speak with has limited authority. They input your information into their computer system and the program determines if, and how much of a refund you will receive based on criteria established by Wachovia. The low-level individuals with whom you are speaking cannot override their programs determination. If, however, you protest the decision, you may be transferred to an account specialist. The account specialist makes his or her decision on a number of factors: the quality of sleep he or she got that night, the traffic conditions on the way to work, the results of a pregnancy test, etc.
After speaking with a very friendly and forthcoming Wachovia Account Specialist, I learned that it was her discretion whether or not I received a refund. I was told that I could have been connected to an individual in a bad mood and been denied a refund of fees. She must have been in a pleasant mood that day because she refunded me $385 in NSF fees. I have had to call nine times or more on occasion to finally connect with someone in a happy and generous mood.
Wachovia must have a company code of ethics that defines its values and expectations concerning professional conduct hidden in its corporate headquarters or somewhere. If anyone knows of where I may find this document, please post it for all to see. I have read other postings that call for a class-action lawsuit against Wachovia Bank for the way it administers NSF fees. If anyone has any knowledge of initiating such an action, please post it as well.
0 comments